Content Support Analyst Job at AlphaSense

Customer Support Technical Analyst

The Customer Service team provides support to our customers with a range of quer...

Location

United Kingdom , Theale (Reading)

Salary:

Not provided

Bottomline

Expiration Date

Until further notice

Requirements

2+ years working within a customer services environment or within Customer success in a SaaS environment
Experience of working within an omni-channel environment
Experience of case management within a CRM environment
Experience of multi-tasking whilst maintaining quality customer interactions
Able to work to within tight service level agreements
Able to operate in a team environment
Able to remain calm and professional under pressure
A logical and methodical approach to problem diagnosis and resolution
Resilient and self-motivated
A passion for technology with some experience of: Windows Server and Windows desktop operating systems

Job Responsibility

Assisting customers with a wide range of technical queries and providing efficient and accurate resolution
Managing queries in line within a structured case management discipline and achieving required Service Level Agreements
Working with other teams within the business to obtain resolution where you are not able to resolve the case independently
Building a knowledge base and continuous improvement of the content to support our internal teams and the customer
Providing our customers with the highest level of service to Delight them at each interaction
Responding to and resolving customer queries via phone, email, chat and the Bottomline customer care portal within set service level agreements
Updating and managing an accurate audit of each customer query within our Customer Record Management software
Managing multiple cases via a variety of communication channels at one time
Working within strict Service level Agreements
Communicating technical information in a customer friendly way

Fulltime

Content Analyst

We are looking for a driven, creative content creator to join our team. You will...

Location

United States , Philadelphia

Salary:

50000.00 - 60000.00 USD / Year

Tempest

Expiration Date

Until further notice

Requirements

Strong communication skills, both written and verbal
A passion for content writing and storytelling (short-form and long-form)
An interest in expanding knowledge around SEO principles and strategies
Familiarity working with Google Workspace (Google Drive, Sheets, and Docs)
Positive attitude

Job Responsibility

Drafting content outlines and creating content for new website pages and blogs
Researching things to do and points of interest in destinations to support content development efforts
Implementing search engine optimization (SEO) tactics including on-page optimization, linking strategies, keyword optimization, and more to achieve increased visibility and traffic
Configuring content for new website pages in website content management systems
Reporting on results of content marketing projects and demonstrating success

What we offer

Great Center City Philadelphia Location
Flexible working from home and remote policy
Travel Opportunities
401k Match
Health Insurance
Dental
Vision
Short Term Disability
HSA,FSA
Supplemental Life & Long Term Disability

Fulltime

Senior Support Operations Analyst

As a Senior Support Operations Analyst, you'll be the technical architect behind...

Location

United States

Salary:

111220.00 - 133422.00 USD / Year

Babylist

Expiration Date

Until further notice

Requirements

7+ years in Customer Support Operations, Business Intelligence/Analytics, or similar roles in high-growth, customer-facing environments
Strong analytical skills and operational instincts, with a track record of designing scalable processes that improve agent performance and user experience
Advanced SQL proficiency with experience writing complex queries, joins, and building data models for customer support analytics
3+ years hands-on experience with Zendesk (or Salesforce Service Cloud), including building automation, workflows, triggers, and API integrations
Proven track record implementing and optimizing AI chatbot platforms such as Sierra, Decagon, Forethought, Ada, or similar enterprise solutions
Expert-level proficiency building dashboards and reports in Sigma, Tableau, or PowerBI—able to work independently with minimal technical support
Experience integrating data across multiple systems and working with APIs
Experienced in building and maintaining reporting and performance analysis, including CSAT, cost per contact, and ROI-focused metrics
Proven ability to lead end-to-end change management for major tool rollouts and workflow changes, including stakeholder communication, training development, adoption tracking, and post-launch support
Familiar with AI support technologies and their practical integration into support systems (chatbots, knowledge base platforms)

Job Responsibility

Ensure high accuracy visibility into support performance through scalable tools (like dashboards) and internal reporting systems
Identify and work with our tech team to drive system improvements across the CS Tech stack (Zendesk, chatbots, phones platform)
Work cross-functionally with engineering, product, supply chain, and offshore support teams to identify root causes of user frustration and implement solutions
Partner with CS leadership to identify trends and key issues within our reporting frameworks and take active role in resolution
Support regular reporting cadences (weekly, monthly, quarterly), with summaries that guide cross-functional decisions
Surface actionable insights from data to support empathetic, user-centered decision-making and analyze trends across channels and issue types, supporting data-driven improvements to the support model
Drive adoption of AI-enabled workflows that reduce handle time and enhance support quality
Own and evolve self-service content, tools, and AI integrations such as Copilots and knowledge bases
Maintain ownership of CS-tools and vendor relationships, ensuring we operate on a modern, AI-enabled stack that supports scale, agent effectiveness, and automation—while optimizing for quality, usability, and value
Identify inefficiencies and recommend solutions that improve agent effectiveness and reduce user friction

What we offer

Competitive salary with equity and bonus opportunities
Company-paid medical, dental, and vision insurance
Retirement savings plan with company matching and flexible spending accounts
Generous paid parental leave and PTO
Remote work stipend to set up your office
Perks for physical, mental, and emotional health, parenting, childcare, and financial planning

Fulltime

Applications Support Analyst

The occupant of this position will act as the administrator and support engineer...

Location

India , Pune

Salary:

Not provided

Citi

Expiration Date

Until further notice

Requirements

2-4 years of experience in administering and supporting Documentum suite of products Content Server, D2, xPlore and OTDS infrastructure
System administration knowledge and experience of Documentum Content Server
Hands-on experience in MW technologies like Tomcat, RHEL Linux and Apache
Working experience with Relational Databases - SQL Server, Oracle
Hands-on experience in monitoring tools like App Dynamics and ITRS
Experience in Kafka as a service infrastructure is a plus
Experience with JIRA/SharePoint Usage/Confluence is a plus
Good customer service, communication, and interpersonal skills
Ability to plan and organize workload.

Job Responsibility

Install, configure, and administer Documentum Infrastructure on Linux operating system – Content Server, D2, xPlore and OTDS
Monitor and maintain the Documentum infrastructure and troubleshoot issues as necessary
Determine root cause of issues and implement preventive measures
Work closely with Technology Partners (engineering, architects, applications teams and others)
Identify process improvement opportunities and implement them
Participate in disaster recovery testing (COB tests) and any follow-up actions
Perform post release checkouts after application releases and infrastructure updates
Develop and maintain technical support documentation
Analyze applications to identify risks, vulnerabilities and security issues and recommend corrective actions and follow-ups
Perform other duties and functions as assigned from time to time.

Fulltime

Sales Anaplan Support Analyst

This role will support global onboarding and process changes, ensuring smooth co...

Location

Mexico , Guadalajara

Salary:

Not provided

Hewlett Packard Enterprise

Expiration Date

Until further notice

Requirements

Bachelor's degree in Business Management or equivalent
Typically 3 years experience
Ability to apply analytical, statistics and problem-solving skills
Advanced knowledge of sales support
Preferred experience administering and maintaining sales commission plans, tools and systems
Proven MS Access, MS Excel, Business Objects, Power BI and share point management knowledge
Accountability, motivation & commitment in a high pressure and uncertain environment
Ability to work independently in a distributed organization and remain focused and committed
Extensive experience working in complex, culturally diverse and distributed environment
Strong written and verbal communication skills

Job Responsibility

Maintains and executes portions of processes and tools for future sales planning (FSP) and quota deployment
Monitor daily process mailbox, investigate and reply to user with closure of activity
Daily monitoring of integration jobs - close cooperation with IT
Daily monitoring of upstream system changes
Daily monitoring of Tech Direct request submissions and execution of action to completion
Collects and consolidates information to support investigation and resolution of different kind of issues related to EMDM reconciliations
Prepares Anaplan reports
Reviews information and makes changes and updates to data and configuration of sales compensation tools and systems within limited parameters
Communicates, engages with stakeholders and issue resolution
Implements specified changes to data, content and systems to improve data quality and operational efficiency

What we offer

Health & Wellbeing benefits
Personal & Professional Development programs
Unconditional Inclusion environment

Fulltime

New

Content Analyst

As a Content Analyst, you will work within our Content Operations team to genera...

Location

India

Salary:

Not provided

AlphaSense

Expiration Date

Until further notice

Requirements

2-4 years of financial data collection or content generation process support experience with strong preference for M&A transactions and capital offerings content
High aptitude and willingness to learn on a daily basis
Proficient knowledge of Google Suite and superior Google Sheets/Excel skills
High energy and creativity, coupled with natural curiosity and ability to learn quickly and adapt to new processes
Effective time management and task prioritization when under pressure
Interest in capital markets and financial research and proficient knowledge of current financial and technology trends and events
B.Com degree

Job Responsibility

Research & Analysis: Analyze internal and external sources and disclosure patterns in support of our Transactions and Funding Rounds offering
Content Generation: Support an AI-powered event classification and information extraction pipeline
Content Flow Monitoring & Reporting: Track processing state, generate content generations and usage reports, and maintain logs of content issues and resolutions
Quality Assurance and Quality Control: Review input documents for property categorization and tagging across our processing pipeline
Content Support: You will be responsible for 3rd level support, addressing content-related inquiries, raising tickets, and tracking issues
Troubleshooting Content Issues : Bring new ideas and concepts forward to develop innovative and effective ways of troubleshooting content issues
Documentation : Create, update, and document content generation and support practices and policies

Knowledge Management Analyst

The Knowledge Management (KM) Analyst is responsible for the health, accuracy, a...

Location

United States , Pataskala

Salary:

Not provided

Ann Taylor

Expiration Date

Until further notice

Requirements

2+ years of experience in a Knowledge Management, Content Strategy, or Quality Assurance role, preferably within a retail or large contact center environment
Proficiency with Knowledge Management Systems (KMS) platforms (e.g., NiCE mPower)
Proven ability to use data (search logs, usage reports, C-Sat/FCR metrics) to drive content strategy and decision-making
Excellent written and verbal communication skills with a demonstrated ability to translate complex technical information into clear, easy-to-understand content

Job Responsibility

Monitor and Analyze KB Performance: Routinely track and report on key knowledge metrics, including usage rates, search success, content findability, and article deflection rates
Ensure Content Accuracy: Implement a proactive auditing schedule and content decay process to ensure all articles, policies, and procedures are current, compliant, and accurate
Identify Content Gaps: Analyze agent and customer search data, feedback submissions, and support ticket trends to identify critical missing or inadequate knowledge content
Enforce Content Standards: Own and maintain the KM Style Guide and quality standards, ensuring all new and updated content adheres to tone, formatting, and clarity requirements
Manage Feedback Loop: Govern the workflow for submitting, reviewing, and acting on agent and customer feedback, ensuring quick resolution and improved content quality
Optimize Publishing Workflow: Manage the content lifecycle (drafting, review, approval, publishing, and archival), ensuring efficiency and speed to market for critical updates
Support AI Solutions: Act as the KM Subject Matter Expert (SME) for all AI and automation initiatives (e.g., chatbots, virtual agents, self-service portals) that rely on the knowledge base
Maintain AI Readiness: Ensure KB content is optimized for machine consumption, including proper tagging, classification, and metadata to maximize the effectiveness of AI deflection
Analyze Experience: Monitor the agent and customer experience within the KM tools and AI channels, providing actionable insights to enhance usability and reduce friction

What we offer

You will be eligible to receive a merchandise discount at select KnitWell Group brands, subject to each brand’s discount policies
Support for your individual development plus opportunities for career mobility within our family of brands
A culture of giving back – local volunteer opportunities, annual donation and volunteer match to eligible nonprofit organizations, and philanthropic activities to support our communities
Medical, dental, vision insurance & 401(K)
Employee Assistance Program (EAP)
Time off – paid time off & holidays

Fulltime

Qa Analyst

The Quality Assurance (QA) Specialist plays a critical role in ensuring consiste...

Location

Philippines , Imus or Bacoor, Cavite

Salary:

Not provided

Appen

Expiration Date

Until further notice

Requirements

Previous experience in quality assurance, content moderation is highly preferred
Proficient in English – reading, writing, speaking, and listening (B2 level or higher)
College graduate is a must but those with relevant experience will be considered
Candidates must demonstrate a willingness to work on-site with a flexible schedule at our office locations in Imus or Bacoor, Cavite

Job Responsibility

Conduct Daily QA Audits Performs a set number of quality audits each day to ensure adherence to processes, guidelines, and client requirements
Monitor Quality Updates Tracks and reviews all quality-related updates received from the client to ensure timely dissemination and correct implementation
Data Quality Assurance: Make sure all annotations are accurate and consistent by following set guidelines and standards
Documentation: Keep clear records of your work, including any issues or findings from the comparison process
Continuous Improvement: Suggest ways to improve tools and processes based on your experience and insights from the tasks
Provide on-the-floor support, answer associate queries, and clarify quality-related concerns in real time
Publish and distribute daily QA performance reports to relevant stakeholders

Content Support Analyst

AlphaSense

Location:
India

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Nice to have:

Additional Information:

Job Posted:
January 04, 2026

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